ENABIL Managed Services

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1 ENABIL Managed Services

2 Overview ENABIL Solutions provides the following services to our customers: Customer & Revenue Management Services Problem Management Change Management Performance and Capacity Management Administration and Security Management Technical Support Database Management Backup and Recovery Production and Workload Management Application Support Asset Management Configuration Management Storage Management Site Management Data Center Operations Tape Management Disaster Recovery Services ENABIL Managed Services Application Management Production Operations Change Management Regulatory Standards Infrastructure Design/Build 24/7/365 Support Product Roadmap PCI Compliance Network Enhancements SLAs Gather New Requirements SAS Application Servers Quality Assurance Operational Reporting Trouble Ticket System Security/Audits Database Release Management Monitoring Organizational Process Assets External Environmental Factors Configuration Management 2 Managed Services Overview

3 C&RM Services The Customer & Revenue Management tasks provided by ENABIL will include: 1. Production systems processing: Processing of event data (usage files/ meter readings) Daily batch processing (e.g. Deferred Actions, Archiving, Re-rating, Reporting, Collections, etc) Bill cycle processing including scheduling, monitoring and processing to support the delivery of printed invoices for each bill cycle to the appropriate postal service 2. Customer Care System with online availability as specified in the SLA agreement 3. Care Centers and Dealers are available as specified in the SLA Agreement 4. Data storage based on the defined Customer archival strategy 5. Support of all our customers on-line CSRs/Dealers/users 6. Service level reporting in accordance with SLA agreement 7. Ad-hoc reporting as per specifications 8. Support for the following Network elements: (a) Network Elements within SunGard Data Centers; (b) routers and firewalls connecting the Client sites to the data centers and DRP sites 9. Customer Billing Software environments, including: Production Functional Test environments Retail and Customer Service Training User Acceptance Test (1 & 2) Development and QA environments, as well as a seed environment. 10. Support for the UAT environments will be based on an 7AM to 7PM EST time Monday to Friday (excluding statutory holidays) window unless otherwise agreed. Additional support beyond this window can be provided. 3 Managed Services Overview

4 Incident & Problem Management ENABIL Solutions has well developed processes for Incident & Problem Management. Based on predefined severity levels we develop problem resolution targets. Direct access to the Customer Contact Centre is provided for reporting problems. We use JIRA ADM as our problem management tool for reporting and updating all incidents/problems (hardware, system software, application software, and network). This tool facilitates dispatching and problem escalation in order to meet and exceed service levels. Statistical reporting, including trend analysis is provided on a regular basis. In the context of our Managed Application Services, an Application Director is responsible for application development and evolution of our customer hosted solutions. The application support and maintenance for our hosted applications are managed by the Director of Application Support. Each customer of our managed application services will also have a Service Manager. The Delivery teams associated with a customer implementation will follow defined processes and standards so that ENABIL Solutions can demonstrate compliance with Service Level Agreements. Several types of problems are logged and managed by ENABIL Solutions on behalf of the customers. These include the following examples: Technical Infrastructure, including but not limited to Unix servers, Windows servers and network elements Operations problems, including scheduling, formatting, printing, data transmission Managed application problems including program bugs, table errors, calculation errors Data problems, such as switch/meter data and billing records The following outlines the problem severity level definitions and response times: Severity 1 System failure or disruption in user service with a critical business impact. Problem has disrupted user service; business risk is high; major impact on customer service or revenue. On-Line Batch On-line operating environment not available, or degraded, during scheduled hours affecting user s ability to process essential business transactions (i.e. over agreed to SLA response time) On-line functionality not performing according to requirements, affecting user s ability to process on-line business transactions Disruption in batch operating environment which threatens to delay the completion of the processing cycle beyond scheduled dates/times or which affects the quality of critical business output Disruption in batch processing which threatens to impact scheduled commitments or affect critical business output Severe revenue impact as a result of an application problem Data Data corruption which impacts or potentially impacts the processing of essential business transactions for greater than 1% of customers 4 Managed Services Overview

5 Severity 2 Major service degradation resulting in a significant impact on carrier business operation, revenue or data. Problem has impacted production; Customer base is affected; user can continue processing but at great inconvenience. On-Line Batch Data Questions Chronic response time degradation Application problem impacting more than 1% of Customer base Disruption in batch operating environment which threatens to delay the completion of the processing beyond scheduled dates/times or which affects the quality of critical business output Moderate revenue impact as a result of an application problem Data corruption that requires correction prior to the next processing cycle (e.g. fields not being populated correctly) High priority questions on the use of the application or associated technology, which must be answered within the Severity 2 time-frame to allow business to resume Severity 3 Service disruption giving moderate impact on clients business operations. On-Line Batch Data On-line functionality not working correctly. Alternative ways are available to accomplish task or can defer accomplishment of task Formatting reports and output improper, but data correct Data corruption that can be corrected prior to the next processing cycle Questions Medium priority questions on the use of the application or associated technology, which must be answered within the Severity 3 time-frame Severity 4 Non-critical disruption in service. Minimal impact. On-Line Batch Questions Cosmetic errors with on-line screens and reports Documentation errors Disruption in batch processing which has no or minimal impact on scheduled commitments and which has no effect on the quality of business output Low priority questions on the use of the application or associated technology, which must be answered within the Severity 4 time-frame Severity Response Time Resolution or Workaround Target Tme 1 10 Minutes 2 hours (continuous activity, 7x24) 2 10 Minutes IT Service Availability Impact: 2 hrs (continuous activity, 7x24) Non-Availability Impact: 2 work days 3 4 Hours To be scheduled in a future release 4 8 Hours To be scheduled in a future release 5 Managed Services Overview

6 ENABIL Solutions provides the following Problem Management services: 1. Provide a single point of contact for all problems 24 hours a day, 7 days a week 2. Provide Tier 1 support, which is defined as follows Answer and process customer calls that report IT related service problems Diagnose and resolve basic problems Provide bypass and recovery procedures for the problem Dispatch problems that can t be resolved to the correct support group. Work as part of a team providing coverage on a 7 day a week, 24 hour per day (24/7) basis 3. Provide Tier 2 support for in-scope problems, which is defined as follows: Receive customer problems escalated from Tier 1 agents and event management for IT related service problems Be available for customer call transfers from Tier 1 Apply customer service skills to draw any further required diagnosis information from customer Apply IT knowledge to resolution of problems Work as part of a team providing coverage on a 7 day a week, 24 hour per day (24/7) basis Assign severities to received problems Resolve the majority of problems Provide overflow support to Tier 1 when required Hand-off (dispatch) problems that can t be resolved to the correct support group. Groups that receive problems from Tier 2 include: Problem Analysts, other service providers In-scope software problems relate to operating systems and program products and to the application 4. Provide Problem Analyst support, which is defined as follows: Management and ownership of day-to-day regulation of problems reported Facilitation of communication between technical groups Coordinate services used for resolving problems and setting priorities Refer and escalate problems to other levels of support Perform notifications to keep designated business and IT contacts informed of status for high severity problems Receipt of notification of resolution, documentation of resolution (including root cause), close logged call, and notify of closure Management of high severity incidents Management and ownership of the post-problem review processes (high severity problem closure; incident reviews) 6 Managed Services Overview

7 5. Conduct problem management meetings by exception 6. Notification to senior management 7. Ensure that all support teams and personnel adhere to problem reporting, resolution and escalation procedures 8. Final escalation point for support 9. Provide an impact analysis for major problems 10. Management and coordination of Tickets into releases 11. Implementation of fixes within releases 7 Managed Services Overview

8 Change Management The Change Management process model defines a process for managing, communicating, coordinating and tracking change activities in order to maintain stability in the production systems and environments. This includes identifying changes, planning, resourcing, approving, scheduling, regulating of implementation activities, followed by closure and review of completed changes. The primary purpose of the Change Management Process model is to coordinate the tracking of changes to the environment with regards to timing, authorization, resourcing, implementation and notification. ENABIL Solutions provides the following Change Management Services: 1. Provide Change Analyst support, which is defined as follows: Ensure an orderly implementation of requested changes to the technical infrastructure and application environments within the scope of SLA and Policy guidelines Oversee the day to day Change Management processes Review Change requests details daily Perform integration review of all changes to monitor potential conflicts between independent changes 2. Planning for changes: Assess and document planned changes using the change management tool Evaluate possible impact of changes before implementation Obtain approvals for proposed changes Schedule outages for changes Participate in change management meetings to communicate change Schedule outages for hardware maintenance 3. Document change records 4. Change implementation: Perform implementation and back-out procedures as indicated in the change record to implement the change Complete the change record following implementation of the change 5. Participate in testing of application and system changes as appropriate to the change 6. Provide a focal point for change control for services and changes that affect the Services 8 Managed Services Overview

9 Application Enhancement ENABIL Solutions follows a well defined Service Request Delivery Process to facilitate enhancement requests and general requests for services and support to the Customer Care and Billing Information Systems. The Service Request Delivery (SRD) Process ensures that the services provided by ENABIL Solutions meet the customers expectations. This process is aligned with ENABIL Solutions overall code management philosophy to ensure enhancements can be delivered in a predictable and timely manner. The steps to be followed by our customers and ENABIL Solutions to promote a Service Request through the varied life cycle phases are outlined within this document. It is valid for all service requests. Suggested time lines within this process may need to be adjusted according to the size and complexity of the enhancement and should be considered as a guide only. 9 Managed Services Overview

10 Performance and Capacity Management The primary purpose of the Capacity Management Process is to analyze current and historical system performance information, business events and current system configuration and requirements in order to prepare recommendations based on the forecasted system capacity and ensure that adequate computing resources are available to handle the projected workload for production systems and systems under development. Performance management is the continuous process of evaluating a system to determine whether the system can deliver the level of performance required, and then tuning it until it does. Ideally, performance management is predominantly forwardlooking it takes into consideration trends in system utilization as well as upcoming changes in the application environment. Capacity planning focuses on working out limits of a system resource and how to scale it to achieve business SLA s while performance management involves tuning the actual resource to make it perform better. The primary purpose of Performance Management process is to monitor and collect data on hardware and software metrics and to facilitate the creation of performance based alerts and reports. The process includes providing data to the capacity planning process. An additional purpose is to obtain evidence that the system/application is meeting its specified performance goals. ENABIL Solutions provides the following Capacity Management services: 1. Data collection, reporting, and monitoring for operating systems for the servers 2. Monitor workloads and performance at the systems / instance or subsystems level 3. Monitor data storage subsystem workloads, capacity and performance 4. Review and approve the acquisition and installation of equipment 5. Translate application workload and volume forecasts into specific capacity requirements and provide a report on a regular basis 6. Plan and implement equipment to meet capacity and technology requirements 7. Document the tuning techniques for environments and make recommendations for improvement 8. Understand and translate volume drivers 9. Provide system performance analysis and tuning to provide effective system operation and to minimize resource usage 10. Plan and procure additional capacity if required 10 Managed Services Overview

11 Administration and Security Management Administration and Security Management is the management and enforcement of security protection across the entire IT infrastructure. Major processes include: Definition and communication of security policies and procedures Security risk assessments and management of security events Enforcement of security policies Measurement of security compliance through security reviews and audits Administration and Security Management is accomplished through the following activities: 1. The administration of user accounts, including system access rights, across all IT services within the enterprise. It also includes the administration of Non-User Service accounts in conjunction with the needs of System Administration Perform centralized user administration for all operating platforms in accordance with group security policies and standards Control the issuance and security of privileged (support and emergency) user-ids Serve as a group focal point for user access rights issues Ensures the compliance of staff and suppliers to access rights policy and guidelines Produce security Key Performance Indicators for review by Operational IT Security 2. Undertake compliance monitoring against security standards Provide centralised compliance monitoring of all managed environments in accordance to group security policies and standards (e.g. UNIX, Internet) Correct any non-compliances with group standards For existing systems raise dispensations if security standards cannot be complied with (e.g. for technical reasons) Accept into production only systems which comply (or have approved dispensations) with group security policies and standards 3. Identification and investigation of potential security incidents Identify potential security incidents through regular monitoring and automated alerts Undertake initial investigation of security incidents Confirm authenticity of security incident Resolve security incidents where a satisfactory explanation can be identified Escalate confirmed security incidents as per defined escalation procedures Document solution and if appropriate address root cause Escalate unexplained or high severity security incidents 11 Managed Services Overview

12 4. Escalated investigation of potential security incidents Investigate escalated security incidents Resolve security incidents where a satisfactory explanation can be identified Document solution and if appropriate address root cause Escalate confirmed security incidents as per specific escalation procedure (e.g. Firewall Intruder Detection procedure) 5. Identify new security vulnerabilities and communicate corrective action Undertake daily monitoring for new security vulnerabilities Categorise risk of vulnerability Communicate vulnerability to groups responsible for implementing corrective actions Monitor completion of corrective action implementation 6. Plan release and maintenance levels to ensure software integrity, software/ hardware compatibility, and the availability of Application Software 7. Lead the evaluation and procurement for new security management products and services and will be responsible for the security configuration and production of user procedures Produce requirements for new security management product Undertake product evaluation and recommend solution Develop standard security configuration and supporting process model for global implementation. Implementation will be the responsibility of IT 8. Enable liaison and escalation of any issues for security management products and services 9. Provide on-going security support Provide Tier 3 support for escalated security incidents Act as final global approver for specified security changes (e.g. Firewall rule changes) Provide an impact analysis for major security problems to Problem Manager Track, monitor, and report on security related problems to relevant Problem Manager and senior management Undertake vulnerability assessments Provide ad-hoc consultancy 10. Coordinate penetration tests by 3rd party supplier of global Firewall environments 11. Provide technical support for security products (including firewalls) 12. Provide technical advice and assistance to Application Software Developers on Security products 13. Participate in testing system changes to security problems 12 Managed Services Overview

13 14. Participate in testing of application changes to security problems 15. Development of Technical Security Architecture 16. Audit responsibility compliance with Physical Security standards 17. Audit responsibility compliance with Logical Security standards 18. Audit responsibility absence or quality of operational security processes and standards 19. Audit responsibility technical support compliance with security standards 13 Managed Services Overview

14 Technical Support ENABIL Solutions provides a variety of technical support services such as: 1. Manage parameterization (software settings) of supported software, as required 2. Maintain procedures and documentation for the operating environments 3. Ensure operating systems and associated infrastructure is up to date as required 4. Perform, as required, software product version, release and maintenance levels to ensure software integrity, software/hardware compatibility, and the availability of applications 5. Evaluate (technical) new products to meet business needs in conjunction with the Customer 6. Perform infrastructure implementations 7. Participate in advance testing for major system upgrades 8. Application software design, development, implementation and maintenance 9. Application software selection, implementation and maintenance 10. Management and support of development environments 11. Maintenance and upkeep of application installation guidelines 12. Ensure equipment operating as required e.g. UPS, routers 13. Server architecture including configuration and allocation of file systems 14. Risk Management: Reviewing and Communicating Operational and Technical Standards 15. Contract for hardware warranties and maintenance services 14 Managed Services Overview

15 Database Management ENABIL Solutions provides database management activities such as: 1. Design and define process, policy, and procedures 2. Ensure DBMS software up to date and supported 3. Provide third party software (including middleware), including maintenance releases and upgrades 4. Manage and support database definitions for production 5. Ensure data integrity to the extent that installed tools allow by instituting proper backup/recovery procedures 6. Perform preventive table support as required 7. Perform database management and architecture functions such as changes to start-up parameters 8. Perform troubleshooting and performance analysis with respect to overall DBMS environment 9. Perform application specific table analysis where required 10. DBMS database administration for non-production (test) systems: Monitoring Table unloads, reloads, reorganizations Table performance 11. Table backup and recovery 12. Design and development aspects with respect to the database. This includes conceptual design and logical design. 13. Create database definitions 15 Managed Services Overview

16 Backup and Recovery Backup and recovery functions performed by ENABIL include: 1. Provide standard operating system utilities backup software 2. Perform and monitor backups of all servers which are part of the environment. Perform backup processes appropriate to each environment: production and non-production (including, but not limited to UAT, test, development, etc.) 3. Perform weekly full backups and daily incremental backups of the production servers (or as may be determined by the customer) 4. Backup, recovery, and reorganization of production databases, database catalogues, and logs 5. Perform administration of the backup and recovery procedures 6. Restore the supported software 7. Start full restores of the supported software as soon as practical following a repair 8. Perform partial restores of the supported software 9. Provide backup server hardware, software, and network (if required) and restore server hardware, software, and network (if required) 16 Managed Services Overview

17 Production Workload Management: Scheduling ENABIL Solutions supports the identification and control of discrete tasks or work to be processed on systems on a defined schedule. 1. Provide support to retire batches and perform life cycle management 2. Enforce business standards for application batch jobs 3. Provide support for special projects and job stream conversions 4. Recommend and introduce operational standards for the batch jobs 5. Job scheduling, job submission, monitoring, and restart 6. Special job requests and/or setup 7. Develop and implement scripting related to scheduling and alerting. 8. Develop and implement scripting related to scheduling and alerting. 9. Administration of scheduling system software 10. Develop workload definitions 11. Implement workload definitions Production batch processes are submitted and monitored using the CAWA (Computer Associates Workload Automation) scheduling application. Jobs are submitted by CAWA at a predefined time or by an occurrence of an event. Examples of event drivers are creation or update of a file, or completion of a predecessor application. The use of CAWA eliminates manual submissions and therefore minimizes errors. 17 Managed Services Overview

18 Asset Management ENABIL Solutions supports the identification and tracking of all in-scope hardware and software and their related financial attributes as they change during their life cycles from entry into the organization until eventual retirement. 1. Identify and categorize all asset types 2. Develop asset record requirements 3. Collect and record asset information 4. Record modifications to assets 5. Validate asset information 6. Maintain hardware maintenance and support contracts 7. Maintain licenses and support contracts for supported software 8. Evaluate and implement appropriate asset tracking tools and procedures. 9. Billing verification, administration, authorization and settlement 10. Collect and record software licence information 11. Validate appropriate licensing for all installed software 12. Develop and maintain software licence re-use processes 13. Follow software licence re-use disciplines 14. Manage group-wide compliance to proper software licensing 18 Managed Services Overview

19 Configuration Management ENABIL Solutions supports the process of recording the specifications, settings and interrelationship of components in the production, test and development environments. The information gathered will encompass hardware components, configuration of system resources and listing of all installed software with version information. This will support the creation, maintenance and enforcement of standard configurations and will be integrated with software distribution. 1. Ensure software upgrade for the servers are up to date as required 2. Develop and maintain configuration diagrams 3. Manage electronic software distribution tool for delivery of software environments 4. Prepare hardware and software IT inventory where collection can be performed by software 5. Prepare application related software packages for software distribution 6. Record any changes to configurations 19 Managed Services Overview

20 Site Management ENABIL through its partners provides the following services: 1. Maintain, as per agreed-to security procedures, access lists and in/out logs for all personnel 2. Provide facilities planning and coordination as follows: Design the site floor plan, placement of computer hardware, cables and layouts Coordinate the installation, upgrade and maintenance of equipment and any related site construction with the appropriate vendors and subcontractors 3. Manage hardware maintenance as follows: Work with hardware vendors and coordinate the installation, upgrade and maintenance of hardware Monitor, as per agreed-to problem management procedures, vendor s service and performance quality on all equipment 4. Follow agreed-to problem management and security procedures for notification of: Appropriate authorities, in a timely manner, of breaches to physical security (e.g. fire, flood, terrorist activity) Building engineering and building services personnel of malfunction or outages of environmental equipment; and coordinate and monitor repairs Personnel of system outages or slowdowns resulting from environmental systems failures 5. Perform remote system operation monitoring, as follows: System status to verify the condition of system and subsystem components System availability and performance 6. Execute operating procedures provided by operations support staff in response to specified system and subsystem console messages, or in response to documented instructions through remote system operations 7. Provide and manage computer supplies and inventory 8. Generation and distribution of reports (as applicable) 9. Periodic review of facility management procedures for effectiveness 10. Provide space and services desirable for a secure and proper operating environment including, power and cooling for equipment located on our premises 11. Administer the control and distribution of access cards and their privileges 12. Monitor environmental variables in the computing area, including, but not limited to; temperature, humidity and electrical power 13. Provide problem management, operating and security processes and procedures to be used by physical operations 20 Managed Services Overview

21 Data Center Operations 1. Provide physical support to technology environments and equipment suites 2. Provide facilities planning and coordination: design the site floor plan, placement of server hardware, cables and layouts. Coordinate any related site construction required for upgrades of existing equipment or new equipment at existing or new locations. 3. Establish and manage normal environmental standards in the server area, including, but not limited to, temperature, humidity and electrical power 4. Provide tape library management 5. Manage supplies provisioning, ordering, and inventory 6. Manage an architect standard operating system utilities backup software 7. Perform daily health checks and monitoring according to local operation check-list 21 Managed Services Overview

22 Disaster Recovery Services ENABIL Services provides Disaster Recovery services. The DR services are planned and further detailed in the Business Continuity Plan jointly created by ENABIL and the Customer at time of agreement. The services associated with our DR Services are: Maintain, as per agreed-to security procedures, access lists and in/out logs for all personnel 1. Own, manage and coordinate business continuity planning and disaster recovery planning. Development, documentation, implementation, update, maintenance, of BCP/DR strategies and plans across all applications and platforms Leading a business impact analysis, owning the BCP/DR strategy, establishing, documenting and testing BCP/DR plans, and leading the BCP/ DR recovery when an incident occurs Plan/coordinate BCP/DRP tests, and write and review post-mortem reports after each test Ensure DR outstanding technical actions are resolved Report on DR capability 2. Ensure production upgrades and changes are replicated to DR environments 3. Initiation, ownership and coordination of DRP 4. Provide a Disaster Recovery site according to the equipment, test schedule, hot site and shell site specifications 5. Provide a Disaster Recovery standby site to support recovery of all production environments 6. Name a senior executive who will be the sole authority to declare a Disaster 7. Assign a DRS Service Manager who will be responsible to liaise with Customer s DRS Coordinator on matters pertaining to this Schedule 8. Notify the Customer in writing of any changes to the personnel designates in 6 above or 7 above within 5 business days of such change 22 Managed Services Overview

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